AI applied to customer service, from first contact to resolution

Your support team doesn't have to just answer. It can resolve.

Q: Does CitraChat replace the whole support team?

Not necessarily. The goal is to automate what can be resolved safely with clear rules, leaving exceptions and human decisions to the team, which takes over the conversation in the same dashboard whenever it wants.

Q: Can it query my company's data?

Yes. Large spreadsheets become databases queried in real time, row by row, during the conversation: stores, resellers, products, lots, prices.

Q: Does it understand photos and documents?

Yes. The agent reads photos of packaging, labels, invoices and receipts (JPG, PNG, GIF, WebP) and documents (PDF), and uses them as evidence in the flow.

Q: Does the customer have to repeat information when switching agents?

No. The next agent receives the history, the collected data and the reason for contact. The customer continues where they were.

Q: Can a case be kept open?

Yes. Every conversation generates a ticket; whoever returns with the number continues where they left off, with the full history.

Q: How does implementation start?

With a diagnosis of the current flow with a CitraChat specialist: reasons for contact, who decides what and where the biggest automation potential is. You can do everything in the dashboard if you want, but never alone.

CitraChat understands the request, looks up data, analyzes images, creates tickets, executes service steps and hands off to the right team only when a human decision is needed.

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A demo applied to your service flow, with a CitraChat specialist.

Lara · Reception

online

Hi, good afternoon! I bought a box of your pasta and it arrived crushed, with the product leaking.
09:41

Type your message...

A different service logic

Answering questions is easy. Resolving cases is another story.

Most service tools automate the conversation. CitraChat was built to automate parts of the process: understand context, validate information, look up databases, follow business rules and execute the next steps, without making the customer restart the story at every handoff.

Understands context

Knows what the customer wants, even when they explain it their own way.

Looks up data

Validates store, product and supplier in the company's authorized databases.

Executes steps

Collects evidence, applies rules and generates a ticket inside the conversation.

Escalates only when needed

Hands the team only what requires a human decision.

How it works in practice

From the first "hello" to the resolved case.

Six steps that depend on people today and that CitraChat takes over, fully or in part. Scroll to follow a real case end to end.

Smart reception
The agent welcomes the customer naturally, identifies the need and routes it.
Context preserved
Evidence collection
Real-time lookup
Rule-guided resolution
Ticket and continuity

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Lara · Reception

online

Hi, good afternoon. I bought a pack of cookies and it was already expired.
09:41

Good afternoon! I'm Lara. Sorry about that, let's fix it right now. What's your name?
09:42

Paulo.
09:43

Type your message...

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Capabilities

What the support agent does inside the conversation.

Every capability below already runs in production. The benefit for the customer and how it works underneath.

Natural language and context

Benefit: The customer explains it their way and is understood.
How it works: The agent interprets the intent of the message and keeps the thread from start to finish.

Specialized multi-agents

Benefit: Each topic is handled by whoever knows how to solve it.
How it works: A reception agent identifies the need and transfers to the specialist with the context attached.

Reads images and documents

Benefit: Damage and receipts enter the case without waiting for someone to look.
How it works: The agent interprets photos and files sent (JPG, PNG, WebP, PDF) and uses them as evidence in the flow.

Queries databases and systems

Benefit: Store, product or supplier validation without opening another screen.
How it works: The agent queries the company's authorized sources in real time, row by row, inside the conversation.

Configurable business rules

Benefit: The company's policy is followed the same way in every case.
How it works: Eligibility criteria, resolution options and exceptions are defined in the agent's training.

Tickets and history

Benefit: No case is lost and every case can be resumed.
How it works: Every conversation generates a ticket and keeps the history; whoever returns with the number continues where they left off.

Integrations and handoffs

Benefit: The case reaches the right department already organized.
How it works: At the end of the flow, the agent sends the summary by email or webhook to the responsible team, resolved or pending.

Measurement and traceability

Benefit: You see what comes in, what gets resolved and what escalates.
How it works: Every step of the journey becomes an event in the metrics dashboard and in your pixels.

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Multi-agents

Each topic with the right agent. Without losing context.

CitraChat organizes service into specialized agents. Reception identifies the need and transfers the conversation to the right specialist, carrying all the context already collected. The human team steps in only where a decision is needed.

Lara · Reception

Identifies the reason for contact
Asks for the name and the essentials
Transfers with history and reason

Eduardo · Support specialist

Collects evidence and reads photos
Queries databases and applies rules
Generates the ticket and states the resolution

Your team · Human decision

Receives the case already organized
Takes over the conversation whenever it wants
Decides only the exceptions

Real operation

How a food distributor put CitraChat inside its customer service flow.

A leading food distributor in Brazil, three agents (reception, sales and support), thirty days of real operation. Reception identifies the topic and hands off to the support agent with the history preserved. That agent collects evidence, reads images, queries a database of thousands of resellers, validates the purchase origin, presents the paths defined by the company, generates a ticket and forwards the case to the responsible department.

Leading food distributor in Brazil · real caseLast 30 days · Aug 25 to Sep 24, 2026CitraChat dashboard metrics report · Sep 24, 2026

Reception (triage agent)

143conversations received

111transferred to the specialist78% of 143

< 1 mintime to transfer

Support

14conversations handled

6tickets opened

4resolved in the period67% of opened

Before

Every contact landed in the team's inbox and was handled one by one. The inbox clogged and the time to resolve was long.

After

The case reaches the finance team already resolved and registered, with a ticket. People step in only where a decision is needed.

The product evolves with the operation

Real service situations become improvements in the flow. In this operation, the need to also forward already-resolved cases to finance was identified during use and built into the process within days.

Numbers from a single client, in the stated period, read directly from the CitraChat dashboard. Every rate shows the source number and the total it was calculated on.

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What the company gains

Less repetitive work. More control over service.

Fewer repetitive tasks

Data collection, validations and tickets stop taking up the team.

Standardized rules

The service policy is applied the same way in every case, regardless of who handled it.

Always available

The customer is welcomed and the case starts moving at any hour.

Context continuity

Nothing is lost between agents, channels or customer returns.

Flow visibility

What comes in, what is resolved and what needs human action, all visible.

Want to see this in your flow?

Book a demo See the plans

Measurement

Customer service also needs to be measurable.

CitraChat was born from a performance agency and treats measurement as part of the product. Every step of the case becomes an event: in the dashboard, in GTM and in your pixels.

Openedchat_openedMeasures initial interestDashboard · GTM · pixels
Startedchat_startedFirst message sentDashboard · GA4
Transferredagent_transferredReception handed off to the specialistDashboard
Ticketedprotocol_createdCase registered with a numberDashboard · email
Asked for humanhuman_requestedException that needs the teamDashboard · immediate email
Resolvedissue_resolvedCase closed with a ticketDashboard · email

Available integrations

Google AdsMeta (Pixel + Conversions API)GA4Google Tag ManagerTikTokLinkedInChatGPT AdsWebhooksGoogle Calendar

Numbers only appear with period, denominator and source. The funnel above shows what is measured, not a result.

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Rollout

CitraChat adapts to your process.

You can do everything yourself in the dashboard: train, test, publish and adjust. But you don't have to do it alone. Every account has a CitraChat specialist who follows the entire implementation and the evolution of the operation after it.

We map contact reasons and ownersWith the specialist, you map why customers reach out today (questions, orders, complaints, bookings), what each case requires and who decides. That defines which agents exist and what each one resolves on its own.
We define rules, data and integrationsYou write the business rules (warranty, deadlines, eligibility) and connect the sources the agent consults (website, documents, spreadsheets, calendar). The specialist reviews, points out what is missing and wires the events to your pixels and systems.
You train the agents, with supportConversational training with an assistant inside the dashboard, automatic website reading, document and spreadsheet upload. Every change has a snapshot and restore, and the specialist tests real cases with you before publishing.
We go live, measure and evolveWidget in one line of code and official WhatsApp. The team follows everything in the dashboard and takes over whenever it wants. The specialist keeps following the account: reviews the step-by-step funnel with you and points out where the training needs to evolve.

CitraChat specialist throughout the implementationFull autonomy in the dashboard, no dependenciesFree account to start, no cardNo lock-in contract

Who it is for

Built for operations where service has to do more than talk.

Food and beverageDamage, expiry, lots and quality complaints with a photo.
Consumer goodsExchanges, defects and warranty with purchase validation.
IndustryIncidents from distributors, resellers and end consumers.
Retail and e-commerceOrders, returns, refunds and credit at scale.
DistributorsMany points of sale, many suppliers, one front door.
Complex after-salesFlows with several steps, areas involved and rules per case type.

What operations teams usually ask.

Does CitraChat replace the whole support team?

Can it query my company's data?

Does it understand photos and documents?

Does the customer have to repeat information when switching agents?

Can a case be kept open?

How does implementation start?

How much of your support could already be resolved without depending on a person?

Show us your flow. In a demo, we map where CitraChat receives, validates, resolves and hands off cases inside your operation.

Book a demo See the plans

Free account to start, no card. CitraChat specialist throughout the implementation.